Reservations and Instant Services Coordinator

Description

We are seeking a friendly Reservation and Instant Service Coordinator to join our team! As the first point of contact, this role is crucial in creating a positive first impression for our guests. The Reservation and Instant Service Coordinator will handle all internal and external calls, ensuring that every guest feels welcomed whenever they connect with voco Orchard Singapore. Nextbeat Singapore Pte.Ltd. EA License Number: 22C1267

Responsibilities and Duties

People * Foster teamwork and quality service through daily communication and coordination with other departments. * Inform the sales team of any group bookings. * Financial * Upsell rooms as appropriate according to established procedures to maximize the hotel’s average room rate; utilize yield management strategies to ensure full occupancy whenever possible. Suggest alternative dates during sold-out periods. Guest Experience * Promote voco Orchard Singapore products and services through upselling, cross-selling, and suggestive selling techniques to maximize total hotel revenue. * Exhibit a thorough understanding of hotel and IHG systems—particularly Opera PMS and the guest complaints tracking system—to ensure accurate data capture for the operations team to meet guests' needs during their stay. * Answer phone calls promptly (within four rings) and courteously, adhering to brand standards. * Provide tailored recommendations to guests based on their travel purpose and party size. * Offer accurate information about the city and local attractions; mail hotel-specific information sheets and brochures upon guest request. * Respond appropriately to guest complaints, making service recovery gestures per established guidelines to ensure total guest satisfaction. Communicate any outstanding guest requests or issues to management for further monitoring or follow-up. * Take ownership of and resolve guest problems or complaints using appropriate service recovery guidelines. Responsible Business * Accurately make reservations in Opera PMS, capturing the correct guest profile (including membership details), stay dates, rates, and more. * Process requests for cancellations, reservation modifications, and updates to guest preferences or information. * Ensure new reservations are cleaned up by proactively checking for duplicate bookings and processing special requests (e.g., honeymoon or birthday amenities, allergy alerts) to guarantee a perfect stay experience for all guests. * Create room blocks for group bookings in Opera PMS, communicating with Business Development Managers about cutoff dates, group block pickup, and washouts. * Manage “no-show” reservations by investigating and recording them, advising the Front Office on charges as needed. * Maintain knowledge of special rates, offers, or promotions at the hotel to provide accurate and up-to-date information to guests. * Prepare reports accurately and honestly (e.g., upsell reports, reconversion reports). * Handle credit card information and charges for all prepaid reservations securely and accurately, aiming to maximize guest satisfaction and minimize rebates. * Manage non-phone tasks (including but not limited to emails, group bookings, requests from Sales, and cleaning up traces). * Support the operational team in converting Food and Beverage and In-room Dining calls. * Collaborate with other departments according to hotel procedures to ensure excellent quality and service. * Perform other assigned duties to support various hotel functions as needed.

Qualifications and Requirements

* Higher NITEC or Diploma in Hospitality and Tourism Management, Customer Experience Management, or a relevant qualification. * Minimum 1 year of experience in the hotel industry; fresh graduates are welcome to apply. * Proficiency in Opera Property Management System is a plus. * Willingness to work weekends, evenings, and public holidays. * Fluent in English and another language. * Strong communication skills with the ability to interact positively with guests, employees, and third parties, reflecting well on the hotel, brand, and company.

Working Condition

Working hours

5 days / 44 hours ( including weekends and PH)